Description

A Randstad é a empresa número 1 no setor de recursos humanos a nível mundial e líder em Portugal. Com presença em todo o país, conta com oportunidades de emprego para diferentes setores de atividade, como indústria, serviços de apoio ao cliente e vendas, tecnologias da informação, finanças e banca, hotelaria, turismo e restauração, recursos humanos, entre outras.
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Randstad operates in Portugal and in the world as a leader in the human resources area for several business sectors.
Technologies area works exclusively the IT & Telecom sector, providing unique professional development opportunities.

descrição da função/job description
The IT Network Analyst – Level II will participate as the second level of the event handling process at Network Operations Center. The candidate is responsible for further investigating active network incidents, acting as an escalation point, and ensuring troubleshooting continuity and additional support for the first layer at the Network Operations Center. The candidate shall demonstrate deep understanding of the incident response lifecycle at both technical and procedural level. The professional must have excellent analytical skills and work well under pressure, quickly craft and deploy eradication strategies for ongoing business
impacting situations.

The IT Network Analyst – Level II position is a key contributor in the success of managing our client’s networks.
This is achieved by quickly resolving incidents that our clients open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware.

requisitos/requirements
Second-line support of IT infrastructure and systems
Coordinate with the L1 team to ensure comprehensive monitoring of a client environment and provision of assistance as needed.
Identify, resolve problems, and troubleshoot or escalate
Responsible for assisting in software upgrades/updates/migration including with coordination
of Service Desk Team.

Strictly follow established written processes and procedures
Experience in documenting processes, escalation management, trouble ticket initiation and tracking and excellent problem data gathering skills
Quickly react to escalated onsite outage scenarios as necessary, assigned by the IT Service Management, following all defined processes and quality standards to ensure a fast eradication of the problem
Coordinate problem tracking and resolution across multiple disciplines of hardware, networking, application, and system software with teams in those disciplines
Working with the s Operations team / Client to troubleshoot and fix issues
Documenting issues, fixes, and response times
Coordinate with third party hosting technical personnel
Troubleshoot and resolve issues with server and network hardware
Maintain processes to provide statistics on network performance
Perform scheduled server health functions
Work closely with all technical service teams to implement strategies that will increase
reliability, availability, and uptime for services
Enhance procedures to monitor backup and recovery operations
Manage processes to effectively escalate and track problems as they occur
Perform other related duties as assigned by management from time to time

To be a great candidate, you must:
 
3+ years of previous support experience working in a technology / systems department
directly supporting customers.
Previous experience working with ticketing systems like ServiceNow, ConnectWise, or other
similar ITSM tools.
MSCE, CCNA, LAN, WAN, NOC management certification
Fluency in both written and verbal English
Ability to master new applications and technologies quickly.
Excellent problem solving / decision making skills.
Strong oral and written communication skills.
Good interpersonal skills.
Self-starter and a team player.
Delegation of work & team management skills.
On-Site/Off-shore co-ordination skills.

oferta/offer
Remuneration conditions according to the experience and demonstrated knowledge;
Work in a International environment;
Work in an environment of constant technological innovation.

para se candidatar/to apply
https://www.randstad.pt/empregos/title_location_RO-2022-125884